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Award Winning Emails

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Advanced Difficult Customers

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Self-Paced Training Course Advanced Difficult Customers This 10-minute video provides some tips and techniques to help deal with difficult customers. You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers. It is designed as a more advanced training video than for a beginner (suggest you do this first: Handling Difficult Customers) Watch the Video Take the Assessment Once you've watched the video and completed the exercises, take the asse...

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Answering the Telephone

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🏆 Overall CX Leaderboard
Best Call Centres in Australia - Q2 2026
1. BANKS Sector74.0%
2. EDUCATION Sector72.6%
3. INTERNET Sector72.3%
Industry AVE54.9%

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📞 Accessibility Leaderboard
Best Call Centres in Australia - Q2 2026
1. ENERGY Sector94.7%
2. AGED CARE Sector94.0%
3. AGED CARE Sector94.0%
Industry AVE66.0%

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❤️ Agent Mastery Leaderboard
Leaders by Sector - Q2 2026
1. CAR INSURANCE Sector70.0%
2. BANKS Sector68.4%
3. EDUCATION Sector68.3%
Industry AVE54.1%

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Latest Glossary Terms

  • Next Issue Avoidance

    Next Issue Avoidance

    Next Issue Avoidance is resolving a customer's likely next problem during their current contact, to prevent a repeat contact.Read More »
  • Offshoring

    Offshoring

    Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
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⏱️ Wait Time Leaderboard
Best Call Centres in Australia - Q2 2026
1. ENERGY Sector00:03
2. INTERNET Sector00:04
3. INTERNET Sector00:05
Industry AVE01:52

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